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Dynamics 365 Community / Forums / Customer Service forum / Unable to close case f...
Customer Service forum

Unable to close case from the portal

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Posted on by Sarah Gogaj 5

Hi everyone,

I am experiencing an issue when trying to close a case from the portal, I am getting the following error:

"We're sorry, but something went wrong. Please try again, and if this persists, contact the website administrator.".

Does anyone have any idea on possible causes, or any further step I can take to investigate it more?

Thank you

Categories:
Portals
I have the same question (0)
  • Solozmar Profile Picture
    Solozmar 796 on at

    Is it in a state to allow for closing?  Do you have any open activities that may be blocking it?

  • Suggested answer
    LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi partner,

    This error message is a friendly message provided by Portal.

    If you want to see more details, you could go to Dynamics 365 Administration Center->Applications->Portal add-on->Mange, and click "Disable custom errors" in "Portal Actions",

    then we trigger the error again, there will be a YSOD page with more details for us.

    community426.png

    community426.png

    In addition, you could also "Enable diagnostic logging" to follow your errors.

    Here is a Doc with more information for you.

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/portals/view-portal-error-log

    Hope it helps.

    Best Regards,

    Leo

  • Sarah Gogaj Profile Picture
    Sarah Gogaj 5 on at

    The case has an active status, and there are currently no open activities associated to it.

  • Sarah Gogaj Profile Picture
    Sarah Gogaj 5 on at

    The case has an active status, and there are currently no open activities associated to it.

  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi partner,

    We can't get the details of the error from this kind of friendly error message. If you want to know what happened in your portal, you could follow the steps I've provided above and share it to us and we will do our best to help you.

    Best Regards,

    Leo

  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi Sarah,

    If my answer helped you, please mark my answer as verified so that we could help other users with similar issue.

    Best Regards,

    Leo

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